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Shipping & Delivery Policy – SHIELD®

At SHIELD®, all orders are dispatched within one business day using our trusted freight partners.
If you have specific delivery instructions, please contact us via email. Please note that messages left during checkout may not be reviewed or actioned.

📦 Tracking & Delivery Delays

Tracking information will be uploaded at the time of dispatch, and you will receive an automated email with your tracking link once your order ships.
If your order hasn’t arrived within the expected delivery window, please allow an additional 2–3 business days, as most delayed parcels are delivered within this timeframe.
If you have any concerns, feel free to contact us.

📷 Damage & Warranty Claims

Please inspect your items upon delivery. If your order is damaged during transit, clear photographic evidence is required to qualify for a replacement.
Fragile items will include a warranty label — this label must not be removed, as it may be required for verification during any damage assessment.

Returns & Refunds Policy – SHIELD®

Unless otherwise specified, we offer a 30-day return policy for unused and unopened items.
You have 30 days from the date of delivery to request a return, provided the item has not been opened or used.

🔁 Faulty or Damaged Items

If your item appears faulty or is damaged during transit, SHIELD® will cover the return shipping cost and issue a full refund.
Buyers are responsible for inspecting items upon delivery and providing clear photographic evidence to support any claim.

📦 Change of Mind Returns (Unopened & Unused)

We accept returns for unopened and unused products under any circumstance.
Return shipping is paid by the buyer, and a full refund will be issued once the item is received and inspected.

⚠️ Important Notice:
Water filters and filtration systems are health-sensitive products.
Once used or opened (e.g., filter seal removed), the item cannot be resold and is therefore non-returnable.
Please ensure the product is suitable before opening or using.

❌ Not as Described (NAD)

SHIELD® takes full responsibility for any “Not As Described” products.
If you believe the item received does not match the product listing, please contact us immediately.
We will cover all return shipping and related costs.

📧 How to Start a Return

If your return is approved, we will provide a prepaid return label and instructions on how and where to send your item.
Returns sent without prior approval will not be accepted.

You may contact us at any time for return-related questions via email.

🔍 Damages & Order Issues

Please inspect your order upon delivery.
If the item is defective, damaged, or incorrect, contact us immediately so we can assess the issue and make it right.

🔄 Exchanges

To exchange an item, the fastest method is to return the original item.
Once the return is accepted, you can place a new order for the desired item.

💰 Refunds

We will notify you once your return is received and inspected.
If approved, the refund will be automatically issued to your original payment method.
Please note, it may take additional time for your bank or credit card provider to process and post the refund.

SHIELD® Water Filter System | WaterMark Certified | Certificate No. 030064

The SHIELD® water filtration system is WaterMark certified, ensuring full compliance with Australian plumbing and product safety standards.
Certified under WaterMark Certificate No. 030064, this system has been tested for material safety, structural integrity, and performance, providing peace of mind for residential and commercial water filtration needs.

Designed for durability and efficiency, SHIELD® systems deliver clean, safe, and great-tasting water while meeting the highest regulatory benchmarks required for installation in Australian homes.